The Role of Customer Satisfaction in Mediating Effects of CSR and Islamic Service Quality on the Islamic Banking Customer's Loyalty in Indonesia

This research investigates the encouragement of Corporate Social Responsibility (CSR) and Islamic service quality on customer loyalty in Bank Syariah Indonesia (BSI) in Banda Aceh, Indonesia, with customer satisfaction acting as a mediator. Primary data were gathered from 126 customers of BSI employing a purposive sampling method and subsequently assessed with Structural Equation Modeling (SEM). The outcomes indicate that CSR and Islamic service quality do not exert significant direct effects on customer loyalty; however, they do have a positive influence on customer satisfaction. Additionally, customer satisfaction comprehensively mediates the connection between CSR, Islamic service quality, and customer loyalty. This underscores the necessity of enhancing CSR practices and the quality of Islamic services to boost customer satisfaction, which subsequently cultivates customer loyalty within the Islamic banking sector. These insights suggest that by focusing on these factors, BSI and similar Islamic banks can build stronger relationships with customers, thereby reinforcing loyalty and strengthening the involvement of CSR and quality service in the Islamic banking segment